Touchpoints

concept australia Updated Sep 10, 2026 1 min read account-lifecycle-touchpoints.md

Customer success agents can schedule regular touchpoints during the life cycle of an engagement to evaluate progress, provide feedback, and offer guidance.

Touchpoints support conversations between providers and enterprise customers throughout the engagement life cycle. Touchpoints help capture and organize both internal and external meeting notes, and ensure that all communication and action items are efficiently tracked and easily accessible for future reference.

Touchpoint user roles

User role	Description
Success Agent	Can create, read, and update touchpoints and meeting records.
Success Customer	Can create and update touchpoints, meeting records, and schedule meetings.

See Touchpoint home page for more details.

Meetings on the touchpoint page

When a touchpoint has a related meeting record, a Meeting Record link is displayed on the touchpoint page. Select [Omitted image "open-link-right-outline-24.svg"] Alt text: to open the meeting record and access the meeting page.

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---
title: Touchpoints
description: Customer success agents can schedule regular touchpoints during the life cycle of an engagement to evaluate progress, provide feedback, and offer guidance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-touchpoints.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer success, Explore, Customer Success Management]
---

# Touchpoints

Customer success agents can schedule regular touchpoints during the life cycle of an engagement to evaluate progress, provide feedback, and offer guidance.

Touchpoints support conversations between providers and enterprise customers throughout the engagement life cycle. Touchpoints help capture and organize both internal and external meeting notes, and ensure that all communication and action items are efficiently tracked and easily accessible for future reference.

## Touchpoint user roles

|User role|Description|
|---------|-----------|
|Success Agent|Can create, read, and update touchpoints and meeting records.|
|Success Customer|Can create and update touchpoints, meeting records, and schedule meetings.|

See [Touchpoint home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-touchpoint-home.md) for more details.

## Meetings on the touchpoint page

When a touchpoint has a related meeting record, a **Meeting Record** link is displayed on the touchpoint page. Select \[Omitted image "open-link-right-outline-24.svg"\] Alt text: to open the meeting record and access the meeting page.